Desktop Support Manager ( ATM / POS )

Company: TekStream Solutions
Location: Alpharetta
Posted on: January 10, 2022

Job Description:

TekStream is seeking a Desktop Support Manager for a client in Alpharetta, GA supporting ATM/POS equipment

SUPERVISES: Help Desk Support Staff
RESPONSIBILITIES:
Oversees 100% of requests, incidents and problems
Manages and coordinates urgent complicated support issues
Acts as escalation point for all requests and incidents
Develops processes to comply with company policies
Establishes best practices and standard procedures
Determines root cause of issues
Trains, coaches, and mentors help desk technicians
Organizes and ensures subject matter expertise and cross training
Builds training material and organizes training discussions for staff
Creates documented procedures for PC distribution
Provides input to company policies
Coordinates large efforts for desktop rollout projects
Develops continuous process improvements
Research technologies to improve end user service
Work with other IT organizations to improve service processes
Manage internal SLA's and performance metrics
Review survey results and correspond with dissatisfied end users
Maintains high level of customer satisfaction
Responsible for enforcement of IT asset policies and data security on assets in service queue.
QUALIFICATIONS / KNOWLEDGE / EXPERIENCE:
BA / BS Degree or equivalent work experience required
3-5 years managing a technical service desk required
Knowledge of ITIL, ITSM or ISO 20000
Experience implementing or upgrading helpdesk software
Proficiency with Microsoft and Citrix Desktop Products
Familiarity with desktop virtualization
Microsoft, ITIL, or Service professional certification

For immediate consideration, email resume to chad.cohen@tekstream.com

Keywords: TekStream Solutions, Alpharetta , Desktop Support Manager ( ATM / POS ), Executive , Alpharetta, Georgia